Hyatt Regency Grand Reserve Puerto Rico

We had great expectations for this property. Based on somebody else’s review and the Hyatt Regency reputation. The property itself is gorgeous and the surroundings are lush and well kept. We splurged on one of the more expensive oceanfront rooms, and the room itself was nice enough. The problem was that the staff was often rude. Service was slow and half the restaurants were closed severely limiting the amenities that were advertised when we booked our room! Literally half of the restaurants were closed! We asked the reasoning and they said that it was a slow week so they close down the restaurants when it’s a slow period so just be advised if you go during a slow period apparently you will only have a couple of restaurants to choose to eat from. That wouldn’t have bothered me as much as the construction noise and vehicles driving throughout the compound the entire time we were there as they were gearing up for some big Fourth of July event the following weekend. We had construction workers yelling across at each other, vehicles driving up and down the beach they had cordoned off certain parts of the beach. It was just not the relaxing ambience that I had hoped for, and that they advertise. Be advised, I would call and speak to somebody before you book a room there because you may not be getting what you think you’re getting depending on what time of the year you’re going or what week you’re going. We paid a pretty penny for those accommodations and felt like we did not get what we paid for.

Location is excellent but not local I'd your looking to go to San Juan but good if you're looking to go to the rainforest. Staff are good and helpful but don't say when they're busy and late or unable to do something. TV was laggy due to the wifi but there is a lot to do. The staff also made us almost miss the flight ✈️. This was our first issue with the facility and staff. I highly recommend as I would go back again.

My husband and I booked a last-minute trip here for his birthday, and since it was our first time visiting Puerto Rico, we wanted a resort with plenty of amenities where we could relax between exploring the island. Check-in was quick, easy, and efficient. We were taken to our room by golf cart, and our bellman was incredibly friendly and welcoming. We stayed in a King Garden View room, which was spacious and comfortable. The bathroom was a highlight, with a large walk-in shower, a separate toilet room for added privacy, and even a 65-inch TV. The pool was the standout feature of the resort. It's a beautiful lagoon-style pool with plenty of space and a swim-up bar, making it easy to spend an entire afternoon there. On our first day, we ordered lunch by the pool. The food came out quickly, the portions were generous, and it was exactly what you'd expect from good poolside dining. I'd give it a solid 3.5/5. We also received two complimentary mojitos at check-in, and they were absolutely delicious. We ordered room service one evening, and it was very consistent with the poolside food: generous portions, quick service, and another 3.5/5. The servings were so large that we couldn't finish everything. Our only frustration was that the room didn't have a refrigerator for leftovers, and we hate wasting food. Although we spent much of our trip exploring Puerto Rico, it was always nice coming back to a clean, comfortable room at the end of the day. Our only real complaint was the flooring. The room is entirely tile, and after showering it became quite slippery. Even a small area rug or bath mat outside the shower would make a big difference for both comfort and safety. Overall, we had a wonderful stay. The friendly staff, beautiful pool, comfortable accommodations, and convenient location made it a great home base for our first trip to Puerto Rico, and we'd definitely consider staying here again.

I want to start by saying that the customer service was excellent. Every staff member we interacted with was friendly, professional, and genuinely tried to help. Unfortunately, the overall stay did not match the premium price we paid. When we arrived, our room had several cleanliness and maintenance issues. The curtains had visible stains, the bathtub had dirt and stains on the bottom, and there were hairs inside the tub. The bathroom also had a very unpleasant odor. We reported it, and although someone came to address the issue, the smell returned shortly afterward. Another major issue was that the refrigerator did not work properly. We were traveling with our two young children and brought yogurt and juice for them. The yogurt spoiled, and the drinks never stayed cold. We reported the problem, and while someone attempted to repair it the next day, it made little to no difference. The TV experience was also disappointing. Streaming services like Netflix required using Google Chromecast, which is not very user-friendly for iPhone users. As a result, we were unable to enjoy the TV during our stay. The restaurant prices were extremely high. A simple Puerto Rican meal consisting of rice, steak, beans, and fried plantains cost about $44. On top of that, a 16% service charge was automatically added to the bill, and we were still prompted to leave an additional tip. One of the biggest frustrations involved breakfast. We were traveling with our 1- and 2-year-old children, who were sleeping. We asked if we could take breakfast back to our room, but we were told it was not allowed and that breakfast had to be eaten in the restaurant. Waking up our sleeping children or leaving them alone in the room simply wasn’t a reasonable option. Lastly, I booked through American Express Travel and expected to receive the late check-out benefit that I had been told would be available. Unfortunately, that benefit was not honored. Overall, while the staff was outstanding, the hotel’s cleanliness, maintenance, and value for the price fell well below expectations. If you plan to stay here, I highly recommend renting a car and eating outside the resort, as the on-site dining is very expensive.

This is a beautiful resort in a lovely setting by the ocean. The pools, rooms & grounds are well kept. The service is exceptional! I would definitely recommend!